Trainee Advisers X 2

The roles are for 6 months initially, with ongoing assessment and training throughout.  At the end of the 6 months, there is a possibility of full time employment as a Generalist Adviser after successful and satisfactory completion of the training period. The role involves working from any of our Mid Ulster offices (i.e. Cookstown, Dungannon or Magherafelt) as and when required.  Travel between offices will not be reimbursable.  It would be desirable if applicants already have completed an OCN Level 3 qualification such as the Citizens Advice Adviser Training Programme (ATP) or Law Centre NI Welfare Rights Adviser Programme (WRAP).  However, applications from those without the above training will also be considered.  

Successful applicants without the OCN Level 3 training will be required to attend training in Belfast, 1 day per week for a number of weeks.  At the end of the training, each trainee will have an OCN Level 3 qualification.  The remaining 4 days each week will be spent in the offices shadowing and learning on the job from very experienced advisers. A good standard of education is required.  It would be desirable if applicants have a degree level qualification.

The successful applicants will work closely with our Generalist Advisers and play a key role in delivery of our generalist advice service both face to face and by telephone. The successful applicants will be employees of Citizens Advice Mid Ulster and will be subject to terms and conditions of employment as set out by Citizens Advice Mid Ulster upon commencement of employment.  

Trainee Advisers will be working towards being Generalist Advisers.  The following duties below from the Job Description and Person Specification are taken from the Generalist Adviser role.  Trainees are not expected to have experience in all of these areas, although some previous experience and the OCN Level 3 would be desirable, but are not essential to apply for these trainee roles.

Advice giving

• Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.

• Use the Citizens Advice AdviserNet website and other resources to find, interpret and communicate the relevant information.

• Research and explore options and implications so that clients can make informed decisions.

• Act for the client where necessary by calculating, negotiating and telephoning.

• Negotiate with third parties such as statutory and non-statutory bodies as appropriate.

• Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action.

• Assess and agree the appropriate level of service, taking into consideration the client's ability to take the next step themselves, the complexity of the problem and the organisation's resources.

• Refer internally or to other specialist agencies as appropriate.
• Ensure that all work conforms to the organisation's Staff handbook, Policies and Procedures, the Advice Quality Standard and other funding requirements, as appropriate.

• Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.

• Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

Research and campaigns

• Assist with research and campaigns work by providing information about clients' circumstances through the appropriate channel.

• Alert clients to research and campaigns options.

Professional development

• Keep up to date with legislation, policies and procedures and undertake appropriate training.

• Read relevant publications.
• Attend relevant internal and external meetings as agreed with the line manager.

• Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.

Administration

• Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure IT information assurance training is completed on an annual basis.

• Ensure that all work conforms to the organisation's systems and procedures.

• Provide statistical information on the number of clients and nature of cases.

Other duties and responsibilities

• Complete the required training to comply with quality assurance processes.

• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.

• Demonstrate commitment to the aims and policies of the CA service.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Person specification

• Ability to commit to and work with the aims, principles and policies of the Citizens Advice service.

• A good up to date understanding of equality and diversity and its application to the provision of advice.

• Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.

• Ability to monitor and maintain own standards.
• Effective written and oral communication skills with particular emphasis on negotiating.

• Ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings.

• Understanding of the issues affecting society and their implications for clients and service provision.

• Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production.

• Ability and willingness to work as part of a team.
• A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.

• Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.

• Ability to understand statistics and check accuracy of calculations.
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• Completion of a recognised Level 3 Advisor Training Programme, e.g. a programme provided by Citizens Advice or Law Centre (NI).

• A minimum of 1 years experience post qualification experience, gained within the past three years, of providing generalist advice and benefit calculations to the public in a social welfare context